Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the complete post-implementation relationship for a diverse portfolio of retailer accounts.

• Serve as the main point of contact and trusted advisor for customer stakeholders to maximize value from Swiftly’s core products.

• Create account success strategies that align with retailer objectives, KPIs, and revenue goals.

• Proactively recognize risks, opportunities, and paths for optimization.

• Promote product adoption across Swiftly solutions (apps, web, retail media, audience optimizer) and monitor success.

• Advocate for customers' understanding of product services and guide them in enhancing their marketing programs.

• Ensure customers comprehend and achieve measurable value from the platform.

• Conduct regular business reviews (QBRs / MBRs) concentrating on performance, insights, and roadmap alignment.

• Facilitate feedback, discovery, and results.

• Convert data into clear, actionable recommendations for customers.

• Drive renewals and retention outcomes (GRR / NRR) for your portfolio.

• Identify and assist in upsell and expansion opportunities in collaboration with Sales.

• Support revenue growth initiatives including new features, media offerings, and pilot programs.

• Collaborate closely with Implementation/solutions engineering during the transition and early lifecycle.

• Work with Support and Product to resolve issues and escalate feedback.

• Represent the customer’s voice internally and influence product priorities.

• Contribute to process enhancements, playbooks, and scalable customer success programs.

• Maintain precise account data, health scores, and forecasts in CRM / CS tools.

• Monitor key metrics including adoption, usage, revenue performance, and NPS.

• Adhere to established customer success processes while contributing to ongoing improvements.

• Perform other related duties as assigned.

⛳️ Requirements

• Over 4 years of experience in Customer Success, Account Management, or Client Services.

• Background in supporting B2B SaaS customers (MarTech, AdTech, Retail Tech preferred).

• Strong capability to manage multiple accounts and priorities simultaneously.

• Data-driven mindset with proficiency in analyzing performance metrics and trends.

• Exceptional communication skills, both written and verbal, at all levels including executive.

• Proven history of enhancing retention and customer satisfaction.

• This role does not qualify for visa sponsorship. Applicants must be authorized to work in the U.S. without the need for current or future sponsorship.

🏝️ Benefits

• None specified